Interactional issues in telephone helplines
Funded by the University of Edinburgh Knowledge Exchange Scheme

Location: Institute of Geography,
University of Edinburgh


9.30-9.45 Welcome and introduction (Claire Haggett)


Presentations (Chair: Sue Widdicombe)

9.45-10.25 Elaine Chalmers, Head of ChildLine in Scotland: ‘Talk to someone who cares'

10.25-11.05 Paulette Morris, MediationPlus: ‘They’re unreasonable and I don't want to!'

11.05-11.20 Tea/Coffee

11.20-12.00 Alexa Hepburn, Loughborough University: ‘Managing upset in help line interaction: a procedural account of empathy'

12.00-12.40 Liz Stokoe, Loughborough University: ‘Analyzing neighbour mediation calls: Implications for a new kind of role-play training.’




12.40-13.45 Lunch

13.45-15.30 Small Group Data sessions (led by Alexa Hepburn, Liz Stokoe and Jonathan Potter)

15.30-15.45 Tea/Coffee

15.45-17.00 Discussion (Chaired by Eric Laurier)




List of Participants


Talal al Ali, PhD student in Psychology, School of Philosophy, Psychology and Language Sciences, University of Edinburgh

Elaine Chalmers, Head of ChildLine in Scotland

Alison Clancy, Project Officer, Parenting Across Scotland

Beatrix Futak-Campbell, PhD Student, International Relations, St. Andrews University

Joseph Gafaranga, Senior Lecturer in Linguistics, School of Philosophy, Psychology and Language Sciences, University of Edinburgh

Bregje de Kok, Lecturer in International Health, Institute for International Health and Development, Queen Margaret University College

Jill Cook, Manager, Parentline Scotland

Lisa Drinnan, East Lothian Community Mediation Service

Claire Haggett, Lecturer, Human Geography, School of Geosciences, University of Edinburgh

Alexa Hepburn, Senior Lecturer in Social Psychology in the Social Sciences Department at Loughborough University

Gerry Humphris, Professor of Health Psychology, University of St. Andrews

Alexa Ispas, PhD Psychology, School of Philosophy, Psychology and Language Sciences, University of Edinburgh.

Eric Laurier, Senior Research Fellow, Human Geography, School of Geosciences, University of Edinburgh

Edward Mackay, Director, Tower Hamlets Mediation Service

Ian McDonough, Mediation Advisor, Scottish Community Mediation Centre

Paulette Morris, Family Mediator, MediationPlus, Family Mediation Service

Jonathan Potter, Professor of Discourse Analysis in Social Sciences Department at Loughborough University

Vania Ranjbar, PhD student in Psychology, School of Philosophy, Psychology and Language Sciences, University of Edinburgh

Liz Stokoe, Professor of Social Interaction in the Social Sciences Department at Loughborough University

Sue Widdicombe, Senior Lecturer in Social Psychology, School of Philosophy, Psychology and Language Sciences, University of Edinburgh